Are you an experienced people leader with a background in customer service and demand planning?
Our FMCG client in North Lanarkshire is looking for a Customer Service & Demand Planning Team Leader to take ownership of a regional customer service function — leading from the front to deliver excellent service and a smooth, reliable supply chain.
This is a hands-on leadership role where you’ll combine your planning know-how with strong communication and organisational skills to make sure customers get the best possible service — on time, every time.
What you’ll be doing
- Lead and support a region-specific Customer Service team to deliver exceptional service and order accuracy
- Oversee customer orders, forecasts, and replenishment activities across key markets and distribution hubs
- Collaborate closely with Supply Chain, Commercial, and Production teams to align demand with supply
- Drive and deliver the S&OP and S&OE processes, ensuring stability across planning and delivery
- Monitor service levels, SLAs, and KPIs (including OTIF, forecast accuracy, and lead-time performance)
- Proactively identify risks and co-ordinate resolutions to ensure continuity of supply
- Support product lifecycle changes (Phase In / Phase Out) to maintain smooth transitions
- Manage team resourcing, ensuring the right people are in the right place to support business needs
- Maintain compliance with all HMRC and documentation protocols related to distribution and dispatch
What you’ll bring
- Proven experience in both customer service and demand planning within an FMCG or manufacturing environment is essential.
- Strong leadership skills — able to motivate, coach, and develop a busy team
- Excellent communication and relationship-building skills with both internal and external partners
- A process-driven mindset with a focus on continuous improvement
- Strong analytical and planning capability with hands-on ERP / forecasting system experience
Why join?
You’ll be joining a well-established FMCG business known for its quality products and strong brand reputation. This role offers the opportunity to make a real impact — leading a team, improving service performance, and helping shape how the business delivers to its customers.
If you thrive in a fast-paced, collaborative environment and enjoy leading people while staying close to the detail, this is a fantastic next step in your career.